John Lewis used to be special - great service, customer focus etc. For years we enjoyed shopping there. We may have paid a bit more but if there was a problem it was easily sorted out. There was always a great link with the customer! Those running it have ruined the culture. We bought a carpet and didn’t realise that they had centralised their order processing so once we signed the order AND PAID UP FRONT we were at the mercy of an inefficient call centre for fitting and delivery times etc. The fitters came and couldn’t fit the carpet as it was damaged. We had to chase the order up and all in all it took an extra two months from quoted delivery date. Then I spent nearly £1.000 on a new computer and the keyboard failed. We all know that basic keyboards are consumables but they refused to replace it and said it must go for repair meaning that I wouldn’t be able to use the computer in the meantime, they quoted an estimate 28 days for repair. JL has lost the plot. It is no longer special. In contrast I had a problem with an electrical item bought from Amazon. Solved after one email. New item being sent free of charge and please keep or destroy the original. Hardly surprising that JL is not making money. If staff aka PARTNERS get no bonus and are not happy. Potential high street casualty? Quite likely as it is not special any more. Very sad but self inflicted damage by its directors.